Telephone Etiquette

ILM

Please click to view Arabic Course Outline
يرجى النقر لعرض مخطط الدورة العربية

SCHEDULE

June 12 to June 13 Dubai, United Arab Emirates Register
July 10 to July 11 Abu Dhabi, United Arab Emirates Register
September 25 to September 26 Dubai, United Arab Emirates Register
October 23 to October 24 Abu Dhabi, United Arab Emirates Register
December 15 to December 16 Dubai, United Arab Emirates Register

Overview

There will be many times when you never meet the customer in person, therefore it is essential that each employee answering the phone is able to sell or portray their personality quickly and effectively over the phone. The telephone is the most used tool in the work environment and how this tool is used is vital to customer service. Telephone Etiquette will show you how to make the telephone your business partner.

Objectives

  • Learn how to create the right impression of yourself and your company
  • Present a positive and lasting image while dealing with customers over the telephone
  • Understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
  • Identify the challenges of communicating by phone and how to overcome them
  • Learn how to develop a rapport with callers
  • Identify the best practices and telephone ‘etiquette’ when answering, holding or transferring calls
  • Learn how to manage difficult and aggressive customers and resolve problems successfully

Course content

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Day One

Creating a professional image over the telephone
  • How customers form impressions
  • Key stages of the call
  • Using the correct language
  • Tuning into your caller
Controlling the telephone process confidently
  • Handling telephone calls
  • Beginning the call
  • Announcing yourself
  • Building rapport
  • Dealing with enquiries
  • Structuring Messages
  • Closing
Company Standards and Procedures
  • Identifying standards for:
    • Answering internal calls
    • Answering external calls
    • Transferring calls
    • Putting callers on hold
Dealing different callers
  • Rude and angry customers
  • Talkative
  • Hard to understand

Day Two

Handling complaints
  • Benefits of complaints
  • Welcoming objections
  • Identifying causes
  • Preventing complaints
Telephone Mechanics
  • Knowing the machinery
  • Handling callers from someone else’s office
  • Using the resources around you
Communication skills
  • The principles of communication
  • Active listening skills
  • Effective questioning techniques
  • The 7C’s of communication
  • Barriers to communication

METHODOLOGY OF TRAINING

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

    • Group discussion
    • Individual and syndicate activities
    • Individual and group tasks
    • Case studies
    • Role plays
    • Audio and video evaluation
    • Action planning
    • Experiential learning games
    • Presentations
    • Assessments

 

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Abu Dhabi

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United Arab Emirates
Phone: +971 2 6740340
Fax: +971 2 6743554

Tax Registration Number:
100003031000003
for VAT purposes, only in the UAE

Dubai

P.O. Box 334058, Dubai,
United Arab Emirates
Phone: +971 4 2566414
Fax: +971 4 2566424

Tax Registration Number:
100003031000003
for VAT purposes, only in the UAE